Marks & Spencer is embarking on a new technology transformation programme as it looks to improve the customer experience and become a “digital-first” business.

Marks & Spencer is embarking on a new technology transformation programme as it looks to improve the customer experience and become a “digital-first” business.

The retailer said the programme has been designed to create a more "agile, faster and commercial" technology function to help the business grow.

Changes being made include the creation of a new technology operating model to drive efficiencies in how M&S exploits new technology, and simplifying the retailer's technology supplier base. It will also be appoint Tata Consultancy Services as its principal technology partner.

As a result, around 250 existing M&S technology roles will transfer under TUPE to become TCS roles. The retailer said individual conversations will take place with around 30 staff members whose functions will be carried out differently in the future. M&S will retain a smaller, more technical and commercially focused technology team that will lead and drive technology to support the business.

The retailer expects the prgramme to deliver annual efficiencies of around £30 million by 2021/22. There will be a one-off implementation cost of around £25 million.

Steve Rowe, M&S chief executive, said: “We are committed to transforming M&S for our colleagues, customers and shareholders by delivering digital-first retailing across our stores and offices. Technology plays a huge role in this transformation – and having the right partners and model will enable us to be more agile, flexible and responsive. Through our technology transformation programme our business will be faster, simpler and more focused on achieving a seamless customer experience.”

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